Défis

Maintaining a motivated and connected workforce across countries and shifts became increasingly complex as operations scaled. Traditional engagement methods failed to keep pace with the organization’s growth and diversity.

The company struggled with:

• Inconsistent employee engagement and morale across locations

• Delayed feedback loops that slowed response to workforce concerns

• Limited visibility into real-time employee sentiment

• Declining participation in engagement initiatives over time

• Difficulty sustaining motivation and productivity among frontline teams

• Missed opportunities to celebrate personal and professional milestones

These gaps weakened connection, slowed decision-making, and affected overall workplace satisfaction.

‍

Personas involved

The initiative spanned multiple employee and leadership roles:

• Frontline Agents: Voice and non-voice customer support teams

• Team Leaders & Supervisors: Responsible for coaching and engagement

• Operations Managers: Driving productivity and workforce stability

• HR & People Experience Teams: Managing culture, recognition, and feedback

• Employees Across Functions: Operations, quality, training, and support roles

‍

The solution

To build a culture of everyday engagement and continuous listening, the organization deployed Xoxoday Empuls as a unified employee experience platform. The solution focused on embedding recognition, feedback, and celebration into daily workflows.

Key use cases included:

• Employee engagement and peer recognition: Culture-led recognition campaigns empowered employees to appreciate peers for everyday contributions, strengthening collaboration and shared ownership.

• Real-time feedback culture: Pulse surveys and continuous feedback tools enabled employees to share input regularly, shortening feedback turnaround and improving responsiveness.

• Performance and productivity through gamification: Leaderboard-based challenges and team contests motivated frontline employees to stay consistent, celebrate wins, and improve daily performance.

• Retention and well-being initiatives: Wellness programs tied to participation and engagement reinforced a supportive environment and encouraged long-term commitment.

• Milestone celebrations: Automated gifting for birthdays and work anniversaries ensured no moment went unnoticed, reinforcing a sense of belonging and appreciation.

‍

Impact

The unified engagement and recognition strategy delivered consistent workforce improvements across SEA operations:

• Overall employee engagement increased by 40%, supported by peer recognition and milestone celebrations.

• Feedback turnaround time reduced by 20%, enabling faster leadership response to employee sentiment.

• Participation in engagement initiatives grew by 35%, driven by gamified challenges and visible recognition.

• Voluntary attrition reduced by 18%, supported by wellbeing programs and continuous listening.

• Internal trust and transparency scores improved by 25%, as real-time feedback became part of daily workflows.

• Milestone celebration participation increased by 40%, reinforcing belonging across distributed teams.

‍

Conclusion

By embedding recognition, feedback, and celebration into daily operations, the BPO transformed employee engagement from a periodic initiative into a continuous experience. Empuls helped unify diverse teams across SEA under a shared culture of appreciation, listening, and motivation.

With real-time insights, automated recognition, and inclusive engagement programs, the organization is now better positioned to sustain productivity, retain talent, and scale operations with a connected and committed workforce.